{"id":"cx-it-laptop-wont-boot-reply","audience":"it","category":"support-work","technique":"context","track":"support","level":"beginner","title":"Reply to an employee whose laptop will not start","free":false,"task":"You work at the IT Service Desk. Reply to Marta in plain text, under 90 words. First line exactly \"Hi Marta,\" and last line exactly \"IT Service Desk\". Tell her how to get a loaner and by when, where her files are, and not to try to open the laptop. Do not guess about lost files.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKET #IT-6620 (Friday Nov 6, 3:30 PM)\nFrom: Marta Kovac, Finance. \"My laptop shows a black screen and won't turn on. I have month-end close on Monday morning. Help!\"\n\nSERVICE DESK FACTS\n- Loaner laptops: 2nd floor Service Desk, Mon-Fri 8 AM to 5 PM. Bring your badge. Loaners come with the standard Finance software already installed.\n- Files saved in OneDrive are available from any device. Files saved only on the laptop's desktop are not backed up.\n- Repairs take about 3 business days; the first repair slot is Monday Nov 9.\n- Do not open the laptop case or try to remove the battery; that voids the warranty.\n\nTECH'S NOTE: 'Disk may be dead, so local files might be gone.' (Not confirmed; the laptop has not been tested yet.)","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Repeating the tech's guess","why":"The note says files might be gone and the AI warns about it.","fix":"Add: \"Do not guess about lost files.\"","checks":["r2"]},{"title":"Missing the deadline","why":"The AI says 'come by the Service Desk' with no time.","fix":"Say: \"Before 5 PM today, or Monday from 8 AM, with her badge.\"","checks":["r1"]},{"title":"Generic greeting and sign-off","why":"The AI writes 'Dear Marta' and a personal signature.","fix":"Give both lines exactly.","checks":["r0"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Sets exact lines","patterns":["hi marta","it service desk"]},{"label":"Includes the loaner details","patterns":["loaner","badge","5 pm"]}],"hint":"Employees under deadline pressure need where, when and what not to do. Give the details and the lines to use.","rubricLabels":["The first line is exactly \"Hi Marta,\" and the last line is exactly \"IT Service Desk\"","Tells her to collect a loaner from the 2nd floor Service Desk with her badge before 5 PM today (or Monday from 8 AM), and that her OneDrive files are available from any device","Tells her not to open the laptop, and does not say her local files might be lost or gone"]}